Wow! Today is an awesome day to have no idea what I was going to write until 10 minutes ago. When I woke up this morning I had absolutely no useful thoughts. I couldn’t even decide what I wanted to eat for breakfast; I merely stared at my various boxes of cereal, trying to remember…
I worked for seven years as a waiter, through high school and college. I did this because it was the best money I knew how to make that didn’t involve selling drugs. And for the most part I liked it, even though I once worked at a breakfast place and always always came up smelling…
October 6-10 is National Customer Service Week, so I thought I’d write something about how to do it well. Why Qs? Because it’s a fun letter to write, and it gets so little attention on my keyboard. There it sits, lonely and desperate for love, way up there in the upper left where my pinky…
I love it when my job is done for me. It doesn’t happen often, but when it does it’s soooooo worth it. I owe a giant debt of gratitude to Jon Ferguson, who saw me present for the Cleveland Browns a year ago and was then kind enough to write me the following email. I…
In honor of my favorite conference of the year*, the Contact Center Conference, I’ve put together my favorite blog posts with customer service tips and tricks. *Unless you have a conference you want to hire me for, then that one’s my favorite. The Customer is Always Annoying – Here’s an advanced customer service technique I…
Canada. Oh, how I want to love you! I was in Toronto last week at Humber College, uncrapifying the crap out of them for their 25th annual all-staff professional development week. And seriously, Canada, you’ve conducted the world’s most effective PR campaign ever. You’re the second-largest country on the planet, and absolutely nobody hates you.…
So one of the nicest things ever happened to me last week, and I’ve been saving it for this week so I could share it with you. If you’ve ever seen any of my Uncrapify Your Life! show, you’ll know that I talk a little bit about how small things often yield the largest rewards.…
Hello, aspiring shopkeepers (that’s a more entertaining word than ‘business owners,’ so I’m going with it). As the occasional shop patron, I have noticed a handful of amusing tricks that some vendors are using to frustrate their customers. In some cases, these tactics are so successful that you can actually prevent people from buying things…
Hello everyone! I’m getting ready to head yet again to another conference, filled with association members who will most likely try and persuade me to join their group. Maybe I will. Perhaps I’ll stage an impressive coup and install myself as Association Dictator For Life, then wage a vicious purge against all of the members…
Good morning, everyone! I know you’re not all reading this in the morning, but I’m writing it in the morning, and so I’m saying…wait a second. Hold on, no I’m not writing it in the morning. I planned to write it this morning, but it’s actually 1:30pm. How did that happen? Where did the morning…